IT Technical Customer Support
Posted 20 Jul 2026
Advertised as “IT (Technical Customer Support)”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 3+ yrs
- Management level
- Individual contributor
Compensation
No salary listed for this role.
Role speciality
IT SupportTechnical Customer Support
Useful technologies
AnyDeskAutodeskCompTIA A+DNSLAN/WANmacOSMicrosoftMicrosoft OfficeNetwork+Remote DesktopTCP/IPTeamViewerWi-FiWindows
Required qualifications
Field of studyComputer Science, Information Technology (or related)
Study levelBachelor's
- Provide technical support to customers through phone, email, remote sessions, and online meetings.
- Contact clients after the sales process to activate software licenses and ensure successful deployment.
- Guide customers through software installation, configuration, and best practices to prevent common issues.
- Troubleshoot technical problems and provide timely, effective solutions to ensure customer satisfaction.
- Escalate requests related to additional products, upgrades, or services to the Account Manager.
- Research technical solutions through vendor knowledge bases, documentation, and support portals.
- Communicate directly with software vendors when advanced technical support is required.
- Document all customer interactions, troubleshooting steps, and resolutions in the support system.
- Maintain accurate records of support tickets, escalations, and customer feedback.
- Monitor recurring issues and report them to the management team to improve service quality.
- Assist in identifying customers' technical needs and provide recommendations for optimal system usage.
- Support internal IT operations by identifying hardware and software requirements.
- Coordinate the procurement of required IT equipment and software licenses.
- Maintain and update the company's IT asset inventory, including hardware, software, and licenses.
- Collaborate with Sales and Account Management teams to ensure a seamless customer experience.
- Ensure compliance with company support procedures and service standards.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum 3 years of experience in Technical Customer Support, IT Support, or Technical Services.
- Strong knowledge of Windows and macOS operating systems.
- Good understanding of basic networking concepts (TCP/IP, DNS, LAN/WAN, Wi-Fi).
- Experience troubleshooting software installation and licensing issues.
- Ability to explain technical concepts clearly to non-technical users.
- Strong analytical and problem-solving skills.
- Excellent communication and customer service skills.
- English proficiency: B1 level or above.
- Experience using remote support tools (TeamViewer, AnyDesk, Remote Desktop, etc.) is a plus.
- Experience with ticketing/helpdesk systems is a plus.